I got a duplicated account after switching my Santander account to open banking
Why this happens
We are aware that the migration tool that matches the accounts was told to setup the account as a new connection instead of recognising the account has already been connected via credential sharing.
This is normally a manual decision made when selecting the accounts to migrate. The match can be harder because Santander aren't sharing the text associated with the account name and this placeholder is sent through. For example, we've noticed that Santander are only sending through the account names as British Pound Account. We've subsequently updated the matching tool to prevent accounts from being accidentally setup as new however this is dependent on which accounts you are selecting during the migration process.
What can I do to fix this?
We would recommend to log on to the web browser version when attempting the following steps:
1. Delete your Connected via Open Banking duplicated accounts
2. Try migrating them again by selecting the three dot icon next to each account and selecting the option to migrate.
3. This should remove the duplicates and hopefully allow the migration to succeed, however if you are still experiencing a duplication after attempting this, please drop us a support request here mentioning the following suggested fix has not worked.
I am missing transactions on my Santander Credit Card accounts
We are aware of an issue with missing transactions on connected Santander credit cards accounts due to a time out error.
The issue does not affect all accounts or all users. If you are impacted please drop us a request here.